Last Updated: October 28, 2025
1. Return Eligibility Overview
| Item | Requirement |
|---|
| Return request window | Within 30 days of delivery |
| Item condition | Unused, unworn, unwashed, original packaging, tags attached |
| Proof of purchase | Required |
| Return approval time | 1–3 business days |
| Return shipping | Provided after approval |
2. Items That Cannot Be Returned
| Non-Returnable Item | Reason |
|---|
| Final sale / clearance items | Not eligible under store policy |
| Gift cards | Non-refundable product |
| Personalized or custom-made items | Created specifically for customer |
3. Return Process (Step-by-Step)
| Step | Description |
|---|
| 1. Submit Request | Email return@twixta.com with order number + reason |
| 2. Get Approval | Our team reviews the request within 1–3 business days |
| 3. Receive Label/Instructions | You will receive a return label OR manual return instructions |
| 4. Ship Back Item | Must be shipped within 14 days after approval |
| 5. Inspection | 2–3 business days after item arrives at our facility |
4. Refund Timelines & Cost
| Action | Timeframe | Cost to Customer |
|---|
| Refund approval after inspection | 2–3 business days | Free |
| Refund transfer to payment method | 5–10 business days | Free |
| Return shipping fee | Varies (free if Twixta is at fault) | May apply |
| Refund method | Original payment method | Free |
📌 Shipping fees are non-refundable unless the return is due to our error (wrong, damaged, or defective item).
5. Exchanges
| Type of Exchange | Conditions | Cost |
|---|
| Size exchange | Item must be unused & eligible | Free (shipping may apply) |
| Color exchange | Subject to stock availability | Free (shipping may apply) |
| Product exchange | If price differs, customer will pay/refund the difference | Varies |
➡️ All exchange requests must be submitted within 30 days of delivery via return@twixta.com.
6. Damaged, Defective, or Incorrect Items
| Issue Type | Required Action | Resolution Time | Cost |
|---|
| Damaged item | Send photos within 7 days of delivery | Replacement or refund in 1–3 days | Free |
| Incorrect item | Report within 7 days | Replacement or refund in 1–3 days | Free |
| Missing items | Report within 7 days | Reshipment | Free |
📸 Photos are required for faster verification.
7. Contact Information
| Category | Details |
|---|
| Company | Twixta LLC |
| Address | 2620 Chester Ln, Bakersfield, CA 93304, United States |
| Email | support@twixta.com |
| Return Email | return@twixta.com |
| Business Hours | Monday – Saturday, 8:00 AM – 7:00 PM (EST) |
